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user_c408bb
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12 Messages

Monday, August 7th, 2023 3:30 PM

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Bait and switch

Comcast Xfinity bait and switches my service. I’ve been in touch with Comcast about this ongoing issue each month and all agents said my service is unlimited until today. I’ve been a customer since April 2023. I’d like this issue escalated and transcripts of our previous conversation reviewed. Once you have determined that in fact, Comcast is deceiving customers with illegal bait and switch practices, that I’ve become a victim of your illegal scam, honor what was communicated to me in not one, not two, but in three separate conversations that I’ve had with a Comcast agent or I will hire a class action lawyer and subpoena the transcripts. 

Question

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Updated 

2 years ago

184

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XfinityWilliam

Official Employee

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1.4K Messages

2 years ago

Hello @user_c408bb. Can you clarify your concern a little more? Are you stating that Xfinity keeps saying you have unlimited, and then it turns out that it is not on your account each month?

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user_c408bb

12 Messages

@XfinityWilliam​ correct. In April 2023, I contacted Xfinity for new service. I requested unlimited internet. It was assured to me that my plan was unlimited. Then each month I would receive a text message from xfinity indicating that I’ve reached my data limit and would be charged additional for the overage. Each month I reached out to Comcast to inquire and each time they assured me that my plan is unlimited and I will not be charged additional amounts. I also asked if they will stop sending me the text messages and they agreed. My bill has been consistent for the amount of $60 each month which is not being disputed. Until today, I looked at my bill and i am being invoiced for $160. A couple weeks ago I continued to receive the text messages that my data usage was exceeded. I decided not to contact Comcast this time thinking that there was a glitch and my bill will remain $60. Of course I reached out to an agent but this time they said that the charges were for exceeding data limit and the plan is not unlimited. He also tried to sell me a more expensive plan for $25 more each month. I declined the offer and want this case escalated. Once you review the transcripts of my previous 3 conversations, it will be very clear that Comcast has admitted that my plan is unlimited data and the messages I’ve received are incorrect and sent in error. They agreed to correct this problem but the issue progressed.

2 years ago

0

XfinityWilliam

Official Employee

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1.4K Messages

Great question!

 

To send a private message:

Sign in to the community.
Click the message count or envelope icon to go to your Private Messages Inbox.
Click the New Message icon.
Enter the recipient's name in the Send to field.
Type the reply in the Message box
Click Enter to send your message.
You can see your back and forth messages with any user by clicking the messages.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_c408bb

12 Messages

Nothing on this site allows me to send a private message

2 years ago

0

XfinityWilliam

Official Employee

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1.4K Messages

2 years ago

My apologies that you have gone through this, and thank you for explaining what is going on. Please send us a private message with your full name and full service address, so we can take a closer look into this.

9

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user_c408bb

12 Messages

@XfinityWilliam​ how do I send a private message?

2 years ago

0

user_c408bb

12 Messages

How do I send a private message?

2 years ago

0

XfinityWilliam

Official Employee

 • 

1.4K Messages

Did you follow these steps here;

 

To send a private message:

 
Sign in to the community.
Click the message count or envelope icon to go to your Private Messages Inbox.
Click the New Message icon.
Enter the recipient's name in the Send to field.
Type the reply in the Message box
Click Enter to send your message.
You can see your back and forth messages with any user by clicking the messages.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_c408bb

12 Messages

I don’t have these features to send a private message. 

2 years ago

0

XfinityJosephA

Official Employee

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1.8K Messages

@user_c408bb are you able to let us know if you see the Direct Message icon? It’s right next to the bell icon on the top right side of the page. This is the icon we want to use. From here you can send a message to “Xfinity Support.”

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_c408bb

12 Messages

2 years ago

I’m talking to myself on the direct messaging feature. @@Xfinity William, I’ve provided my name and service address. Are you going to respond in direct messenger? I’ve been there for 20 minutes and nobody is there for me.

1

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Again

Expert

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31.9K Messages

@user_c408bb​ 

Did you send that DM to @XfinityWilliam or to Xfinity Support?  You should have sent it to the latter as the OE's will not get a DM that is directed to them.

Also, while Comcast offers "unlimited" data it actually is limited to 1.2TB per month.  Anything above that is when you get charged.  I suspect that is probably what is going on with you.  For true unlimited data you have to pay extra depending on if you're renting a modem or you own one.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

0

user_c408bb

12 Messages

2 years ago

I’ve been dealing trying to resolve this issue since 8:00 AM and it’s now past 3:00 PM. I’ve been using the DM feature for over 2 hours now. The agents who are in the DM, apparently are not reviewing the transcripts, or they did and are furthering the deceit by not admitting what was communicated in previous conversations. I clearly remember what was said and had I not had unlimited data alreasy, would I not have already upgraded? This is not reasonable to assume otherwise. Comcast is not an honest company and I know that an investigation will clear this up completely. 

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